Player comments on Royal Vegas Casino


Joseph Watson on November 3, 2017. Reply

I am a member of 8 online casinos including Royal Vegus and there partner casino All Slots.
I have to say there payout rate is pretty good, However there customer service is appalling. I did the personal verification process and 2 days latter it said no further documentation required. A week later I received an email saying they did not receive an image of my visa card. I knew this was not the case as I have the image of my passport and visa on the same document I found this easier learning from when I opened my first account at my first casino and use the same documents when opening my previous 6. So then a couple of days latter they emailed again saying that they had returned the money to my casino account as they had not received the correct documentation. I then emailed a picture of the front and back on my visa card. 2 days later I did a live chat and asked what was the progress on my withdrawal. The customer assistance said that providing there was not anymore issues they should be able to process the payment in 2 – 3 days and then 2 – 3 days to go into my bank account. As you could understand I was not happy and said to the customer service rep. How would the casino feel if the payments to them from the bank took 3 to 4 weeks. He then responded I’m not sure what you want my to say. I responded all I would like is an apology from the casino regarding there mistake in saying they did not receive my credit card details when I had sent them. He then said that I did not send my credit card details. By this stage I am not happy so I end the chat and call the 0800 number. I then get the same person I was talking to online who said he had to end the call as it is company policy that you are not aloud to talk on the chat and on the telephone. I then told him that I had closed the chat before I called to get the number and he said that he still had it open. Anyway long story short once I explained to him that I did in fact send my credit card details as they are on the same sheet as my passport. His story then changed he said it is against company policy to have 2 documents on the same sheet so I ask why my id was excepted and why All Slots same company excepted the same documents. The customer service rep then keep telling me that I was wrong and this is company policy. I could not take it anymore after all I know he is not magic and can not just make the money appear in my bank account but he could have said I am sorry about your experience and I will ensure that we do everything we can to get this correct for you instead of saying that the document was not received and making everything my fault. Because of this I will never use this casino again. I would prefer to user a provided that values my business and me as a customer.

Ivan stokes on September 13, 2017. Reply

Sent documention they requested over and over,still can’t withdraw my funds.obvious that there must be a serious communication issue within there department or they have no intentions of giving me my funds

Noi brown on September 12, 2017. Reply

After I pay my $10 deposit I decided to save my free spins for the next day but when I try to access my account for some reason unknown to myself the security team has locked my account I’m very disappointed and will never play with Royal Vegas again thank god it was only $10

Jenny on July 11, 2017. Reply

Have been waiting 2 weeks for my withdrawal to be told due to restrictions it cant be deposited to my bank account. So I use cheque as my preferred method. Now 3days later and no response as to what is happening with my money

Melissa on June 6, 2017. Reply

It may seem great when you first sign up, but then something “goes wrong” when you are trying to withdrawal your money. They make it exceedingly difficult, customer support is rude, unhelpful and don’t answer your questions. If you are ever able to get it resolved then there will be some other problem the next time. Since I opened my account I had been using eCheck to withdrawal my winnings but now all of a sudden the only way to use eCheck as a preferred method is to deposit via eCheck where you have to give them the last 4 digits of you SIN number, which I will not!!!! They will not return your funds to your credit card b/c of “restrictions”. They suggested a Swift transfer. I called my bank and got a Swift code that RV said was “invalid”.

Neil on May 30, 2017. Reply

New player at royal vagus after a work mate informed me of a $7000 win!!
Was a lot easyer going through the steps on signing up and creating a neteller account speaking to someone that has already done it, had my ups and downs at first but a nice win of a couple thousand from a few hundred has me sold, yes withdrawal does take its time but worth it in the end, I sent double the documents they required and haven’t had a problem.

Dan on April 20, 2017. Reply

I started playing 3 years ago , lost Alittle then started playing big , 30 dollars a spin on there slots depositing in the thousands. I cashed out 38 thousand dollars , they paid me in 4 different instalments if under 10k . All in all I can say I’m up Alittle over the last few years . There are times I lost 5-10k , however there are times I’m up that much and I dont cash out , they always seem to pry me back with emails and phone calls and free bonus money. I’ve been to a lot of casinos but none ever gave me 38k and they actually paid it so players out there don’t worry there good for the money once your registered

Charlotte on March 14, 2017. Reply

This is one of my favourite casinos to play at and one of the ones that have actually paid me. I’ve cashed out over $1,600 it does take a process to get the first funds but once they have your information and you receive your first winnings, withdraw takes about 3-7 days the next time you do it. I would definitely recommend this casino favours games are money mola and thunderstruck 2 I had pretty good luck on those 2.

Hana on April 15, 2017. Reply

I have been playing them for years now. Very trustworthy casino site. Only problem now is withdrawal method for Australian player. May I ask you which method you use now? All my cards now have restrictions to get fund back to the cards. RV suggest Neteller but after read reviews that make me so worry for scam by them.

Jes on April 18, 2017. Reply

Hi Hana, have you ever successfully received payouts from them before? I have just initiated a payout for the first time with them, and am feeling super anxious that it will never come through :(

Jo on May 1, 2017.

I initiated my first payout with them recently also and was quite apprehensive about getting paid. When theyou asked for documents to confirm identity and copies if ALL cards used for transactions I thought for sure I woudon’t get paid out as one card was a prepaid credit card I no longer had and one of my credit cards was destroyed at the bank when it became worn out and needed to be replaced. They accepted a letter from my bank confirming it had indeed been destroyed. While it did take a little over a week by the time all was said and done I received my payout 2 days after the last supporting document was sent to them.

mitch on February 24, 2017. Reply

live chat takes ~45 mins on average to get the simplest changes done.

Also took my christmas winnings 2 months to get cleared even though the proper paperwork was filed multiple time and assurances were made. Kept re-adding this to the casino account despite their “48 hour” promises. If you want to withdraw, you will have to put in at least 8 hours of work.

Lisa on February 21, 2017. Reply

I joined up and won a lot of money straight away. Tried to withdraw it and saw it still “pending” 2 days later. Asked support and they said it will be pending for another 3 hours and then released. After another half a day I was told I couldnt receive the money until I send in all my personal documents for verification. I sent them all in the same day but heard nothing. After 3 days I asked the support and they said documents have to be reviewed for up to 3 days. After 3 days I was told I had to send an additional document and that my funds had been returned to my casino account until they receive the additional document. Skip ahead another 4 days and I lost more than half of what I had withdrawn plus $400 from my bank account, in non stop losing games in there. Once they had my documents the games all suddenly stopped paying anything more than 60cents and no free spins at all! Over 4 days I couldn’t catch a break. Literally $300 played and not even a hint of free spins. So after this I once again contacted support and was told the money would be in my account in 3-5 days. Well it’s been 7 and still no sign of it. I am done. I told them to close my account.

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